Univerx AI
Voicebots
AI agents on the phone: they understand natural speech, clarify the request, act in connected systems and hand over to people with context. Disclosed as AI, available around the clock.
Building blocks
Voicebots in detail.
The building blocks at a glance – all in the same workspace and under the same administration.
Natural speech
Callers say in their own words what it is about. No menu tree, no digit sequences.
Follow-up questions
If something is missing, the voicebot asks for it specifically, such as a case number or a date.
Act
Move appointments, check statuses, open cases, in connected systems.
Handover
To a person as soon as it is needed or requested, with a summary.
Disclosure
The voicebot says at the start that it is an AI, and repeats it when asked.
#An AI agent with a voice
A voicebot is an AI agent on the phone. It listens, understands the request in natural speech, asks when something is missing and does what it is allowed to do. For everything else it hands over to a person.
That sets it apart from the classic IVR. Instead of "press 3" it asks: "What can I help with?" And the answer may be a whole sentence.
#A conversation, step by step
- Greet and disclose. "Good morning, you are speaking with the city utility's digital assistant."
- Understand. "I want to submit my meter reading, but I cannot find my customer number."
- Ask. The voicebot offers to find the contract by address and date of birth.
- Act. It records the meter reading and writes it to the billing system.
- Close or hand over. Confirmation by SMS; a question about the bill goes to a person.
#What voicebots are good for
Voicebots suit requests that are frequent and have a clear flow. They are available around the clock and scale with volume. During an outage or just before a deadline, they absorb the peak a team alone could not handle.
| Well suited | Less suited |
|---|---|
| Status and appointment questions | Complaints with strong emotions |
| Meter reading, change of address | Complex advice with trade-offs |
| Pre-qualification before handover | Decisions involving discretion |
| Notices about known outages | Sensitive personal situations |
#Transparent and governed
Callers have a right to know they are talking to an AI. The voicebot says so at the start and when asked. The way to a person always stays open, with no hidden keys or loops.
Voicebots are built, tested and approved in Agent Studio. Every version is documented, every action logged. This is designed for the transparency duties of the EU AI Act.
Univerx AI
AI that resolves requests and backs up people.
AI agents resolve routine requests on the phone and in chat, Univerx Assist supports employees live, Agent Studio governs it all. Plus routing, conversation analytics and knowledge; governance is part of the product.
AI Agents
AI agents understand the request, act in connected systems and hand over to people with context. On the phone as a voicebot, in chat as a text agent, always disclosed as AI.
- AI Act
- DSGVO
Agent Studio
The workbench for AI agents and prompts: build without code, test with real examples, approve through roles and version every change. Built once, usable in every channel.
- AI Act
- DSGVO
Univerx Knowledge
One knowledge base for employees, AI agents and self-service. With semantic search that understands what is meant, and generated answers that rest on your sources and name them.
- AI Act
- DSGVO
Univerx Assist
AI assistance in the conversation: suggested replies, relevant knowledge, next steps and automatic summaries for agents. For team leads, an overview of topics and coaching needs.
- AI Act
- DSGVO
Predictive Routing
Every contact goes to the person most likely to achieve the best result for the chosen KPI. The model learns from past contacts; you choose the goal and keep the rules.
- AI Act
- DSGVO
Conversation Analytics
Transcripts, topics, sentiment, compliance cues and root causes from calls and messages. So you see why customers get in touch, not just how often. Configurable for co-determination.
- AI Act
- DSGVO
- EU
Agentic AI
AI agents that complete multi-step tasks across connected systems: look up, change, book, trigger a process. Several specialised agents, coordinated by an orchestrator, bound by guardrails and approvals.
- AI Act
- DSGVO
Natural AI voices with ElevenLabs
Studio-quality voices in many languages and accents, fast enough for live dialogue. For voicebots, announcements, notifications and read-aloud. With ElevenLabs as technology partner, always disclosed as AI.
- AI Act
- DSGVO
- BFSG
Real-time translation
Chat, messaging, email and calls in the customer's language, while agents work in their own. Translated both ways in real time, with a glossary for specialist terms and a transcript in both languages.
- DSGVO
- AI Act
Supervisor copilot
AI summarises what is happening in the queues: topics, emerging issues, sentiment trends, compliance risks. It suggests actions, writes the shift summary and answers questions in natural language. Without individual surveillance.
- AI Act
- DSGVO
Authentication & fraud protection
Verify identity at the start of the contact: by app confirmation, one-time code, knowledge question or, with consent, voice traits. The status holds for IVR, bot and agent, and anomalies are flagged.
- DSGVO
- eIDAS
- AI Act
Frequently asked questions
How natural does a voicebot sound?
Modern speech synthesis sounds far more natural than earlier announcement systems. What matters more than the sound, though, is that the bot understands the request and gets to the point quickly.
Which languages does the voicebot understand?
Which languages and voices are available for your deployment is something we confirm with you for your start. A voicebot can answer in another language per phone number or after a choice.
What about dialect or background noise?
The voicebot asks again when unsure. If it stays unclear, it hands over to a person instead of trapping the caller in a loop.
Related
ProductsIVR & self-service
Voice menus and speech dialogues resolve simple requests around the clock. Those who need a person arrive with context, and instead of hold music there is a callback on request.
Use casesSelf-service around the clock
AI agents resolve routine requests on the phone and in chat, at any hour. They are disclosed as AI, act only in approved systems and hand over with context as soon as a person is needed.
Use casesPeak load & crisis communication
When everyone calls at once: inform proactively, offer callbacks instead of hold, let AI agents answer the most frequent question and reset teams with forecasting and short-term scheduling. In an order that has been planned in advance.
IndustriesUtilities & telecoms
High volume, many routine requests: AI agents for meter readings, tariffs and bills, outage communication at peak times, payment reminders with consent checks. Documents for your NIS2 obligations on request.
IndustriesPublic sector
The complete platform for citizen service: every channel in one queue, public service numbers and hotlines with AI agents, appointment booking, video, secure messaging and translation. Plus the digital citizen office for a visit to the authority in one session. Designed for social data protection and accessibility.
IndustriesHealthcare
Hospitals, practices, care services and pharmacies on one platform: appointment service with reminders and callbacks, video consultations in the browser, pre-sorting of requests and patient service on every channel. Designed for the protection of special categories of data.
Guides2 November 2026 · 11 min readIntroducing AI agents responsibly
Disclosure, handover, permissions, logging, approval and measurement: what should be settled before an AI agent goes live in customer service – step by step, with a checklist for the project team.
GlossaryVoicebot
A voicebot is an AI agent on the phone. It understands requests in free speech, answers in natural language, completes simple tasks and hands over with context when a person is needed.
GlossaryInteractive voice response (IVR)
An IVR answers calls before a person takes over. It resolves simple requests itself, gathers the rest in a structured way and offers a callback instead of a hold queue.
GlossaryIntent recognition
Intent recognition determines which request lies behind an utterance, whether spoken, typed or emailed. It is the basis for bots that answer and contacts that reach the right place.
GlossaryEU AI Act
The EU's AI regulation classifies AI systems by risk and attaches duties to each class: prohibitions, strict requirements for high-risk AI, disclosure in dialogue. What that means for AI in customer service.
See Univerx on your own example.
In a demo we show the platform along your channels and requests, from AI agents to video, workforce scheduling and analytics.
Online, in German or English, with no preparation on your side.